Customer Success Specialist

About The Concinnity Company and its software, Cloud Concinnity®:

Cloud Concinnity® is the most functional and comprehensive clinical trial oversight software on the market: a single, secure platform where all meetings, documents and processes can be centralized, automated and monitored, generating a complete audit trail. We are passionate about our role in bringing life changing treatments to market more quickly, safely and efficiently. Concinnity was founded by two experienced female industry executives. Based in Nashville, our team of exceptional healthcare and technology talent is located throughout the south and northeast.
 

Who We're Looking For: 

We're looking for a Customer Success & Implementation Specialist to manage the implementation/customization process for an assigned client list, working directly with new customers to identify, prioritize and manage implementation needs, including training needs to achieve successful customer onboarding, product adoption, and continued engagement. We’re looking for a motivated team member who is a professional and genuine communicator, has a technical aptitude, and the flexibility to help with a variety of projects in a dynamic start-up environment where change is the only constant. If you have a passion for delighting customers and enjoy collaborating on new ideas with industry leaders, this is the role for you!
 

Here's what you'll be doing:

• Develop an extensive working knowledge of the Cloud Concinnity® platform
• Guide accounts through a successful implementation and on-boarding process, ensuring desired account outcomes are met
• Ensure implementation and training milestones are met on time
• Engage accounts through regular strategic touch-points to drive product adoption and continued engagement
• Help train new users on how to effectively use key product features
• Help improve and scale implementation and training processes and methods
• Provide exemplary support and service to all customers
• Collaborate with the technical team to plan, track and implement any development requirements for your assigned accounts
• Contribute to other Customer Success projects and initiatives as assigned
   

Here's what you'll need to know/have:

Required

• Can master new technology quickly, and effectively communicate technical information in non-technical terms
• Can effectively manage projects and create organized plans that ensure account success pre and post implementation
• Can work with assigned accounts to plan and carry out implementation of customized deliverables, deliver product training sessions in person and via web conference
• Can build effective account relationships and establish a user feedback loop that reports to the development team requests for product enhancements
• Can work cross-collaboratively and communicate effectively with different personalities and job functions
• Can manage simultaneous software implementations for multiple clients
• 3-5 years of experience in customer success
• A bachelor's degree or associate's degree with equivalent experience 

Nice to have

• Experience in SaaS
• Ability to create training videos and other training materials
• Clinical trial knowledge or experience   
   

Benefits & Perks

At The Concinnity Company, we challenge ourselves, support each other’s professional growth, and have fun along the way. These are the values that guide us every day: Lean In, Improve Continually, Take Responsibility, Engage Authentically, and Show Gratitude. We offer competitive compensation and a generous benefits package.